End User Services Engineer

2 weeks ago

Lawrenceville, United States DCM Infotech Limited Full time

EUS Engineer

Location: Hybrid at Lawrenceville, GA

Duration: Long Term Contract

The EUS End User Services Engineer, is a hands-on position. The individual should be capable of assisting the AST team, have and demonstrate the core competencies identified below, and lead by example. This position serves as the escalation for desktop support and operations; image development; desktop application packaging, troubleshooting, support, remediation; and desktop and mobile security remediation as annotated by the IT Security Organization. Providing a positive customer experience through great communication and follow through is a high priority for this position. This position requires advanced technical knowledge along with a solid understanding of all corporate agreements, product/service offerings, and tools and technologies used to meet service level commitments. The individual must be able manage a wide range of potential issues ( Individual users, infrastructure, security, systems admin, Cloud, MEM, VPN, etc ) and perform root cause analysis.. The quality of the work is evaluated based on the quality of results obtained via metrics, feedback from customers, and reports.

Skills Required:

Requires 4-year college degree or equivalent experience.

5+ years of hands-on experience supporting Windows Desktop Enterprise technologies and MACs (e.g. SCCM, WIM Creation, Capture and Deployment Task Sequence tools, Microsoft Deployment Toolkit (MDT), Automated BIOS configuration and updates, WinPE, Active Directory & Windows)

3+ years of hands-on experiencing supporting mobile devices (Smartphones \ Tablets)

3+ years of experience in Managing desktop management tools (SCCM, MECM, IEM, and/or LANDesk)

3+ years Windows and/or MAC OS builds (Currently supported by Microsoft and Apple)

Strong software and hardware troubleshooting skills, including BIOS configuration, Driver selection, and configuration.

Understanding of and experience with VMWare V-Sphere and Virtual Machines.

Solid knowledge of desktop imaging and deployment tools

Working knowledge of Microsoft s Active Directory and Group Policy Object management, Microsoft products, Internet software and all MS Operating Systems.

Strong written, oral and listening skills. Solid critical thinking skills. Adept at presenting to audiences ranging from technical staff to executive management Strong organizational skills and technical acumen, ability to work independently

Job Duties and Responsibilities

  • Solution Design & Technology

o Participates or in End User Services technical projects, department initiatives and in cross-functional team projects to implement new or updated technology

  • Mobile Technology & Management

o Provides oversight to the team for the Mobile Endpoint Management (MEM) Platform - Microsoft Intune

o Evaluates new HW devices, vendor software offering continuously influencing and defining the corporate PC standards

o Designs, develop and implement procedures and automated solutions for optimizing the delivery, administration, and servicing of PC technology

o Works with IT Management develops documented standards for desktop technology and ensures that adherence to those standards is monitored and followed by all our members

  • Desktop Management

o Provides oversight to the team to ensure all Personal Computers (PC) are actively being managed and are in compliance with current policies, patches, etc.

o Tests and coordinates deployment of PC Operating Systems and 3rd Party patches for workstations and mobile devices

  • Engineer, develop, maintain and enhance standardized Windows/MAC Desktop builds (imaging), application packaging, and endpoint rollout processes to include but not limited to

o Create, test, release and support new Windows \ MAC standardized builds as needed

o Troubleshoot and resolve any desktop Windows \ MAC Build issues

o Work with management to improve process and procedures related to Builds, and deployment of endpoint to employees and workers

  • Application Management

o Provides assistance to the team for our Enterprise Cloud File Storage Environment that leverages technology like AWS, Microsoft One-Drive, Azure, etc.

o Acts as an escalation point with internal and external customers that require in-depth application support

o Responsible for supporting, testing and validating end user software (new and upgrades) on PCs and Mobile Devices to include but not limited to Web Browsers, Java, Office, Encryption, VPN, etc,..

o Develops policies, procedures, programs, or scripts as required

o Responsible for maintaining the cleanliness and accuracy of all items within the Lawrenceville PC Depot, specifically with the Cage.

o Work with other IT groups ( Networking, Telco, Windows Admin , etc.. ) to ensure their respective, assigned spaces within the cage are organized with minimal sprawl

o Work with ITFS and AST to ensure that accurate inventory is maintaired, along with the timely pickup for End of Life HW, including coordination of pick-up s with our designated IT HW recycling

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